• Maintains effective communication with other departments, including nursing, medical staff, corporate admissions, social work and business development
• Completes and/or provides oversight and leadership of all Department activity
• Sending out bed availability emails and making availability calls to area EDs and community mental health centers
• Maintains and provides oversight of the packet Status Checklist and updates the Daily Intake Flash Report, inputting referral information into the department Excel spreadsheet (source, insurance, packet diagnosis, admit or decline)
• Enters and tracks admission and referral information into HSC, adding information such as patient contacts, etc, or correcting errors in dates/times
• Managerial functions include hiring, performance evaluations, scheduling and payroll functions
• Ensures all department policies and procedures are consistent with other hospital operations, as well as are EMTALA compliant
• Provides training to all staff and ensures staff practice is consistent with Policy and Procedure and is EMTALA compliant
• Ensures the department has proper staffing for 24/7 Intake coverage. 
• Ensure proper posting of positions with recruitment, review candidates’ resumes and conduct appropriate interviews. 
• Assists in planning and conducting the Department Orientation for all new staff

Skills: Communication Skills, Department Leadership, Bed Management, Data Entry, Referral Tracking, Policy Compliance, Staff Training, Recruitment Management

• Conducts intake assessments, triage, referrals, case management/utilization, and crisis intervention. 
• Provides recommendations in levels of care for the treatment of mental disorders and/or substance abuse disorders.
• Provides staff training in the intake process and supervises to ensure adherence to established Policy and Procedures and EMTALA compliance
• Aggregates and analyzes pertinent data on admissions. 
• Works closely with Business Development and hospital leadership to develop strategies for continued hospital growth and positive patient outcomes. 
• Attends morning FLASH meetings and reports admission data daily.
• Enhances patient care delivery system by fostering admissions function interface, developing and implementing bed reservations, financial, reimbursement, and other supporting systems.
• Participates in the hospital’s quality improvement process by identifying issues and opportunities for improvement and implementing corrective actions for continued improvement of patient outcomes.
• Represents the Intake Department in leadership meetings and at community events
• Serves as Administrator on Call in a weekly rotation

Skills: Intake Assessment, Crisis Intervention, Case Management, Staff Supervision, Data Analysis, Strategy Development, Patient Care, Quality Improvement

• Maintains data for quality reports and process improvement projects
• Provides managerial and clinical supervision to other members of the Intake department.
• Carry out the essential functions of this position with or without reasonable accommodation
• Screens and evaluates patients in the community
• Performs a thorough hand-off to the physician, unit nurse, or the next level of care
• Performs the MOT process and is legally able to complete a transfer into or out of the hospital
• Maintains knowledge of current regulations governing Medicare, Medicaid and private insurance company reimbursement
• Serves and protects the community by ensuring adherence to professional standards, and Joint Commission on Accreditation of Healthcare Organizations (JCAHO) standards
• Develops admissions financial strategies by estimating, forecasting and anticipating requirements, trends, and variances, aligning monetary resources, developing action plans, measuring and analyzing results
• Identifies current and future patient admissions requirements by establishing personal rapport with potential and actual patients and others in a position to understand service requirements
• Provides direct crisis management and intervention to patients via phone and in person

Skills: Data Management, Clinical Supervision, Patient Screening, Crisis Management, Regulatory Compliance, Financial Strategy, Confidentiality Practices, Community Outreach

• Maintains confidentiality at all times when dealing with patients, family members, visitors and all other contacts
• Maximizes revenues by identifying short-term and long-range patient-pay and third-party reimbursement issues that must be addressed
• Recognize different types of abuse/neglect of patients and reporting mechanisms for each
• Promotes the philosophy, mission and objectives of the Company within and to customers outside the hospital
• Have knowledge of Patient Rights and Psychiatric Mental Health Standards of Care and treat all patients with dignity and respect in a consistent, caring manner
• Maintains patient confidentiality at all times
• Recognize patient or environmental emergencies and initiate appropriate alarms (call Code Blue, Fire Alarm, etc.)
• Safely uses and maintains biomedical equipment
• Provides referral information to therapists in the community, hospitals, social services and courts
• Conducts tours to patients, families and referral sources
• Maintains required certifications, complies with TJC and other regulatory requirements, specific training/competencies and mandatory updates
• Complies with HIPAA regulatory requirements

Skills: Confidentiality Compliance, Revenue Optimization, Abuse Recognition, Mission Promotion, Patient Advocacy, Emergency Response, Equipment Safety, Community Referrals

• Prepare various documents to communicate continuous improvements. 
• Communicate with individuals at various levels and teams across the organization. 
• Manage all escalations for CCT intakes
• Lead and coach a high-performing team of Senior Intake Analysts. 
• Provide support, motivate, and develop the team. 
• Share knowledge and collaborate to come up with effective solutions to problems.
• Continuous improvement mindset and are constantly looking for ways to improve the processes owned or contributed to.
• Collaborate with the PMO to ensure compliance with EDF guidelines and project standards, processes, tools, and methodology. 
• Prepare reports regarding the status and health of the assigned portfolios.
• Adapt and respond to changing business priorities and needs by re-planning and prioritizing

Skills: Process Improvement, Cross-Functional Communication, Escalation Management, Team Leadership, Staff Development, Knowledge Sharing, Compliance Monitoring, Portfolio Reporting

• Maintaining relationships with Eastern Regions Legal Intake and other organizations concerning intake activities.
• Expanding the use of technology in support of intake.
• Managing and supervising centralized intake activities and collaborating with unit managers and practice group leaders.
• Working with GBLS's racial justice, client access and language access committees to promote full access to GBLS services.
• Partnering with practice group leaders to ensure intake processes align with practice group case priorities and that appropriate clients are sent to units.
• Developing meaningful intake metrics and regularly reporting on intake activities to practice groups and GBLS leadership.
• Participating in the GBLS management group on program-wide policy issues.
• Collaborating with Development and IT to collect and report intake and demographic data for grants and funding proposals.
• Develop and deploy strategies, action plans, and playbooks to improve the customer experience

Skills: Relationship Management, Technology Integration, Intake Supervision, Access Advocacy, Process Alignment, Metrics Reporting, Policy Development, Data Collaboration

• Be responsible for managing the overall intake process within a market, ensuring exceptional customer service for clients, providers, and clinics
• Provide consultation and oversight to the ongoing operational implementation of a Centralized Intake program within the market
• Collaborate with clinic leadership and regional operational leaders to refine the processes, policies, technology, tools, and teams needed for a sustainable Central Intake model
• Identify gaps in technology, process, and team structure to support the future-state intake model
• Collaborate with internal/external IT partners to identify and implement technology enablers
• Consult on corporate efforts around technology implementations that impact intake, including CRM and patient engagement platforms, and supporting workflows
• Hire, train, and lead the Central Intake team
• Plan and lead the rollout of the Central Intake model across all clinics, including de novo sites, ensuring warm handoff from implementation to operations
• Standardize key operating and performance metrics and provide regular reporting on service levels, including phone performance, time to first appointment, and waitlist management
• Facilitate weekly meetings with clinic leadership to monitor overall intake performance
• Monitor intake and waitlist data to identify opportunities for clinic growth, hiring needs, and specialization
• Maintain tools to facilitate clinician/patient matching and application of clinical outcomes tools to identify complex patients in need of immediate care or triage
• Utilize customer relationship management (CRM) and call center tools to track leads, provide input on marketing effectiveness and identify opportunities for community outreach
• Manage triage of complex clients and medication/prescribing first appointments

Skills: Intake Management, Customer Service, Process Optimization, Technology Integration, Team Leadership, Performance Reporting, Data Analysis, Client Triage

• Experience using online database software, MS Office (Word, Excel, Outlook and Adobe) software
• Previous experience as a receptionist, especially working with complex phone systems
• Experience using online database software
• Strong intake background in a law firm, able to handle calls with care and thoroughness
• Extremely organized and detail-oriented with the firm’s client management and reporting systems
• Excellent customer service skills and a positive attitude
• Excellent written and verbal communication skills
• English and Spanish speaking 
• Resourceful and motivated to work in a fast-paced environment

Qualifications: BA in Healthcare Administration with 4 years of Experience

• Experience in Legal, Information Security, Compliance, Governance, or Risk Management.
• Knowledge of industry-related standards, e.g., ISO 27000, ISO 31000, etc.
• Knowledge of industry-related laws and regulations with experience of impact and applicability.
• Experience in an IT Service/Security environment.
• Good social and effective communication skills, persuasiveness, and the ability to influence
• Be able to work independently and as part of a team.
• Be able to develop connections and build stakeholder relationships.
• Ability to develop management reports to communicate progress clearly.

Qualifications: BS in Nursing with 6 years of Experience

• Previous management experience in a contact center environment, leading inbound/outbound contact center staff and production operations.
• Skilled in understanding others’ perspectives and challenges.
• Excellent interpersonal skills, oral and written communication skills.
• Be able to develop and train large groups and/or one-on-one.
• Be able to drive process improvement initiatives.
• Be able to break down big challenges into organized plans and lead a team of people, inclusive of ideation through to execution.
• Be able to work cross-functionally across remote teams.
• Flexible and agile in ambiguous situations, open to changes in role and scope as the business grows.
• Intellectually curious with a strong desire to understand and constantly improve work and business processes.

Qualifications: BA in Psychology with 8 years of Experience

• Experience as a Business Analyst and Project Manager
• Experience in assessment/review of scope definition to ensure alignment with business value and client needs
• Consulting experience and/or proven engagement skills, to actively listen and understand stakeholders' needs and collaborate to bring clarity to the definition of those needs
• Strong facilitation skills and experience leading group discussions
• Demonstrated relationship-building skills, with superior ability to make things happen through the use of positive influence, strong team building and a trust-building orientation
• Excellent customer service to internal TD clients
• Be able to create scope statements and high-level requirements
• Ability to manage multiple projects with an increasing degree of complexity and broad scope (e.g., multi-function within business line).
• Willingness, motivation, and ability to work independently (and autonomously) in the management of projects

Qualifications: BS in Health Information Management with 6 years of Experience

• Experience in a call center environment
• Experience in a healthcare environment, medical or mental health practices
• Previous experience in managing a team
• Prior experience working with Electronic Health Record systems (EHRs), Call Center, and phone systems
• Broad knowledge of clinical and insurance-related terminology
• Strong written and verbal communication skills
• Excellent interpersonal skills and professional manner
• Ability to provide excellent customer service over the phone
• Strong communication skills, specifically exhibiting empathy and compassion when interacting with patients over the phone
• Strong attention to detail, ensuring accuracy and completeness of work
• Must be able to multitask and prioritize work in a fast-paced work environment
• Demonstrates awareness, inclusivity, sensitivity, humility, and experience in working with individuals from diverse ethnic backgrounds, socioeconomic statuses, sexual orientations, gender identities, and other various aspects of culture

Qualifications: BA in Social Work with 4 years of Experience

• Experience in a call center environment, healthcare experience
• Previous experience in managing a team
• Experience supervising teams with a high volume of work.
• Broad knowledge of clinical terminology
• Familiar with utilizing EMR systems and basic IT knowledge
• Ability to maintain a clear understanding of insurance-related terminology and processes
• Demonstrated ability to properly handle and document emergency calls
• Skilled with Microsoft Office, especially Microsoft Excel
• Strong computer and data entry skills
• Ability to exercise good judgment and understanding to pivot and adopt new ways of doing business.
• Ability to communicate a compelling vision while using logic and relationships to get things done. 
• Excellent oral and written communication skills.

Qualifications: BS in Business Administration with 6 years of Experience

• Leadership and management experience within the healthcare or related industry
• Client and/or Customer Service management experience
• Experience with leading a virtual and nationally dispersed team
• Experience working with a CRM, such as SugarCRM, Kapture, MDProspects, and Monday.com
• Experience in developing strategic, technology-enabled processes and procedures that align with the continued growth of the company
• Demonstrated record of successfully taking on increased responsibility (goal achievement)
• Strong computer skills (electronic medical record)
• Excellent communication and interpersonal skills
• Strong organizational and time management skills.
• Strong assessment, decision-making, and communication skills, both written and verbal

Qualifications: BA in Public Health with 7 years of Experience